Bermondsey , London, SE1

Amelia said about Felicity J Lord

Services : Letting( As a Owner )Date: 6th Dec 2022

This message goes out to all landlords dealing with the Lettings of the Felicity J Lord Shad Thames branch .
I'm also a landlord this is my experience with them .
They found me a tenant last year , that's all I wanted them to do , i manage the property myself , they insisted on collecting the rent telling me It was all part of the service .
The reason they do this is so at the end of the year they can automatically take money out of the rent withought asking you or letting you know in advance they are going to do this , without even there being anything about this fee in the Tenancy Agreement .

After a wile they agreed to give me this money back , I have it all in writing , but unfortunately the money never arrived .
This is thieving .. and to make it worst , they have lied and now won't even answer my emails.
I want an explanation to why they agreed to give me back this money and never did ! !

This is terrible customer service Lisa even worst management Monica
I will be reporting this to the Estate Agent Ombudsman ,
Please give me back the money you took .Good morning,

Under this message is an emaIl I got from MONICA LAZAUSKIENE and then from LISA NOKES from the SHAT THAMES Felicity J Lord Branch

Dear Amelia , Thank you for your email and I am sorry to hear that you feel this way. The refund request was processed by my colleague Lisa and will update you directly once she knows more details.

I have cc to her so you have her email as unfortunately I cannot assist any further in the current situation.

Kr

Monika

-----Original Message-----
From: Lia
Sent: 09 November 2022 07:54
To: Monika Lazauskiene
Subject: Re: Automatic reply: Amelia

This next message from Lisa Nokes from Shad Thames Felicity J Lord branch

I have spoken with my manager, this has been authorised, the accounts have been asked to put this on the next bank run. You will receive it by the end of the week.

Thank you
Lisa
-----Original Message-----
From: Lia
Sent: 23 November 2022 10:15
To: Lisa Nokes
Subject: Re: Complaint procedure

I would like an explanation ! I was promised my money back , but still haven't received it !!!
I would like an explanation please ! and I want this money back !

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1 Star Review

Gemma

By : 'RP'
Services : Sales( As a Buyer )
Would you recommend ? : No
Postcode : SE16

May 13, 2020

People found this helpful2

These are the worst estate agents do not use. They try to catch you out on technicalities wherever they can and even if you spot it before them, they still double down and use scare tactics. It's clear they've been trained to operate like this because surely no one is that much of a... Read Full Review

RP said about Felicity J Lord

Services : Sales( As a Buyer )Date: 13th May 2020

These are the worst estate agents do not use. They try to catch you out on technicalities wherever they can and even if you spot it before them, they still double down and use scare tactics. It's clear they've been trained to operate like this because surely no one is that much of a d**khead. They never answered when we needed something fixed but always called and we're very responsive when there was something we owed them. Shout out to Gemma and Monika the most useless of them all. One chews your ear off on the phone you'd do anything to get off it and the other was unaware there was a pandemic.

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Excellent service, exceeded ...

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5 Star Review

By : 'Petras'
Services : Letting( As a Owner )
Rent PCM : £600
Would you recommend ? : Yes
Postcode : SE1

Jan 29, 2019

People found this helpful0

Great service by Monika & Inga while letting a place in Shad Thames. First, they were very clear about what I should expect as a landlord, managing my expectations to the higher end of the range. Second, they were able to meet these expectations, securing a high quality tenant within 2-3... Read Full Review

Comments on Agent Fees

Market

Petras said about Felicity J Lord

Services : Letting( As a Owner )Date: 29th Jan 2019

Great service by Monika & Inga while letting a place in Shad Thames. First, they were very clear about what I should expect as a landlord, managing my expectations to the higher end of the range. Second, they were able to meet these expectations, securing a high quality tenant within 2-3 days from placing the ad, at full asking price. Excellent communication throughout! Would totally recommend and use again.

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1 Star Review

By : 'Chloe'
Services : Letting( As a Tenant )
Would you recommend ? : No
Postcode : SE16

May 13, 2018

People found this helpful0

We have had nothing but trouble with this agent since we moved in. We have only been there 6 months. They initially told us all repairs would be done before our move-in date, they weren't. We then had to have a lot of back and forth to arrange for repairs to be done that had already been... Read Full Review

Comments on Agent Fees

ridiculously high fees that were not made clear from the start

Chloe said about Felicity J Lord

Services : Letting( As a Tenant )Date: 13th May 2018

We have had nothing but trouble with this agent since we moved in. We have only been there 6 months. They initially told us all repairs would be done before our move-in date, they weren't. We then had to have a lot of back and forth to arrange for repairs to be done that had already been agreed to.
Now we have been trying to contact our landlord through these agents for over 2 months with no reply from the landlord regarding a repair. Leaving us waiting for 2 months stating that there is nothing they can do as they cant get in contact with the landlord.
You would think with the excessive fees paid to move in the service should be better. It should not be our problem the landlord is not contactable.

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1 Star Review

By : 'Chloe'
Services : Letting( As a Tenant )
Would you recommend ? : No
Postcode : SE16

May 13, 2018

People found this helpful0

Comments on Agent Fees

ridiculously high fees that were not made clear from the start

Chloe said about Felicity J Lord

Services : Letting( As a Tenant )Date: 13th May 2018

We have had nothing but trouble with this agent since we moved in. We have only been there 6 months. They initially told us all repairs would be done before our move-in date, they weren't. We then had to have a lot of back and forth to arrange for repairs to be done that had already been agreed to.
Now we have been trying to contact our landlord through these agents for over 2 months with no reply from the landlord regarding a repair. Leaving us waiting for 2 months stating that there is nothing they can do as they cant get in contact with the landlord.
You would think with the excessive fees paid to move in the service should be better. It should not be our problem the landlord is not contactable.

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1 Star Review

By : 'Harriet'
Services : Letting( As a Tenant )
Would you recommend ? : Yes
Postcode : SE1

May 23, 2016

People found this helpful5

I have rented properties in London on and off for about 7 years. This is not just the worst experience I have had with a letting agent, it is absolutely the worst experience I have ever encountered in my life. The last ten months of my life have been utter hell and I cannot warn you strongly enough ... Read Full Review

Comments on Agent Fees

Almost three times the industry average for a change of name on the contract - Ã‚Â£360?! That is the cost of a whole new tenancy. Do not expect anything but deceit and inaction as soon as you've signed the contract! Any works required prior to moving in which the fee apparently covers will not be completed.

Harriet said about Felicity J Lord

Services : Letting( As a Tenant )Date: 23rd May 2016

I have rented properties in London on and off for about 7 years. This is not just the worst experience I have had with a letting agent, it is absolutely the worst experience I have ever encountered in my life. The last ten months of my life have been utter hell and I cannot warn you strongly enough against this unprofessional agency with no care for their tenants and the complete inability to comply with legal requirements.

I work as a surveyor so I have a very good idea of what landlord's responsibilities are. The landlord is even worse than the agency and the agency back up his relentless lies and law-breaking to a despicable level. Our flat is in a very bad state of repair and the previous tenants spent their whole tenancy complaining of the same issues and the landlord lies and partakes in personal slander and delays beyond all reasonable limits (5-6 months for a serious external leak is one example). He always chose to use his 'own contractors' to come over. The resulted in a plethora of different people coming over and on most occasions not to 'fix' but to 'inspect'. They all agreed that various items needed replacing however this was then relayed to me via the landlord that the items worked fine. he blamed every single person to avoid taking responsibility. Items which broke during our tenancy: both toilets, oven needed replacing, one serious emergency leak for which I have not been refunded even though he knew for 14 months of the issue, boiler, external serious leak, dishwasher never worked, washing machine was broken for 5 months and I eventually had to replace at my own cost.

I also wasted 6 full days of work or annual leave to wait in for contractors who never showed up. as a tenant he attempted to make me look difficult about everything, claiming I obviously had not rented a flat before and that as a surveyor I should 'know that it is the tenant's responsibility to maintain all the items in the flat'. Personal and professional slander of me to all parties involved with the flat and even to my housemate.

The point I am making is that the agency ignored for the most part the emails I sent them and sided with the landlord every single time and had no concern for our welfare. the boiler had been shown to have numerous faults and is extremely old. it has to be reset everyday. the landlord has refused to provide a carbon monoxide monitor and even when our health is at risk, the agency still do nothing. what is the point of them if they do not enforce the landlord's responsibilities. his delays and deceits there is not enough words in the world to explain how extensive they were. I am completely baffled why this agency represent him and clearly have no professional dignity and I am surprised they are allowed to operate. it is also clear why the landlord uses them as he knows he can get away with anything and treats his covenants in an arbitrary manner. we also get debt collection letters arriving for him at the flat. they are planning to relet the flat the day after our tenancy ends (22 July), which allows no time for a new washing machine, dishwasher or boiler to be installed. new tenants will have no idea until it's too late and the whole saga will start up again where the landlord will pretend he had no idea and will blame the agency for not informing him. this is completely false. I have 150+ pages of evidence I am sending to the agency to support my reduction of the rent to recoup my costs. the sad thing is that in October 2015 I also sent a very professional letter highlighting the clauses contravened in the lease as well as the inventory clearly showing dilapidations however I received no response from FJL. so unprofessional.

and I will be pursuing a lengthy complaint against this agency following moving out tonight. I worry for people's safety and it sounds dreadful but it seems like it would take for someone to actually die in that flat for anyone to do anything. any lawyer will laugh at the landlord or the agency if they try and protest to me reducing my rent as it is clear as day what has happened.

I know this is a long review but I really feel I need to warn everybody out there to stay away from Felicity J Lord. They like destroying people's lives and all they care about are their poxy 10% rent collection fees. they bring shame to the property industry and I will not be backing down until they have apologised to, compensated me and agreed to not represent the landlord.

It has caused me severe emotional and financial stress, with tears and sleepless nights becoming the norm. AVOID AVOID AVOID. I'm coming to get you FJL.

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By : Ross

May 25, 2016

Hi Harriet, We're very sorry to hear about your poor experience with us. Please get in touch with our help team at help@fjlord.co.uk who can help investigate these matters for you...

The agency is only good at ...

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1 Star Review

By : 'Not'
Services : Letting( As a Tenant )
Rent PCM : £1600
Would you recommend ? : No
Postcode : SE1

Dec 15, 2014

People found this helpful3

The agency is only good at signing contracts. We had some issues with the flat, which took 3 times as long to fix as you would normally expect. Also, I would barely call that fixing, as some of the issues were never fixed, while others were sorted to a very poor standard. The flat was not... Read Full Review

What agent could do to change your mind?

Start taking care of your existing customers. Stop charging fees that barely anyone else does (e.g. referencing once moved out of the property).

Not Happy said about Felicity J Lord

Services : Letting( As a Tenant )Date: 15th Dec 2014

The agency is only good at signing contracts.

We had some issues with the flat, which took 3 times as long to fix as you would normally expect. Also, I would barely call that fixing, as some of the issues were never fixed, while others were sorted to a very poor standard.

The flat was not even clean after we moved in, even after the second round of cleaning.

In general, the service you get is only good on the sales side, property management side - poor.

WOULD NOT RECOMMEND!

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By : Customer Relations Manager

Jan 6, 2015

Hello I'm really sorry to hear about the issues you have faced. Please contact our Customer Relations team via email at help@fjlord.co.uk so we can investigate. Many thanks Melanie...

I never usually write reviews ...

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1 Star Review

Alexandra

By : '7654321'
Services : Letting( As a Tenant )
Rent PCM : £1650
Would you recommend ? : No
Postcode : SE1

Sep 1, 2014

People found this helpful6

I never usually write reviews but my flatmate and I have had such a stressful and upsetting experience with this company that I feel I have to try and warn others. The whole process from start to finish has been a nightmare. Alexandra, who dealt with the process of us renting the property, was... Read Full Review

7654321 said about Felicity J Lord

Services : Letting( As a Tenant )Date: 1st Sep 2014

I never usually write reviews but my flatmate and I have had such a stressful and upsetting experience with this company that I feel I have to try and warn others.

The whole process from start to finish has been a nightmare. Alexandra, who dealt with the process of us renting the property, was extremely difficult to get hold of and kept us waiting a long time to find out if our offer had been accepted or not. She implied that we had lost the property, so we went ahead for 3 days and put an offer on another flat, and it was only when I called to doublecheck that no money was going to be taken from me that I found out our offer had actually been accepted but no one had let us know!

Then the process of getting the documentation signed was very difficult and both Alexandra and Valeria often did not respond to our emails - we always had to chase up with numerous phone calls. We have now lived in our new flat for 2 weeks and STILL do not even have a signed tenancy agreement, which is just crazy.

But the very worst part of it all was that Felicity J Lord told us the apartment would be clean when we moved in, however we arrived to find the flat in a completely filthy state (e.g. mud in the kitchen cupboards, dirty handprints on the walls, fingernail cuttings and hair on the bathroom shelf, mould in the shower and calcified water marks all over the shower screen). The majority of kitchen cupboards were stuffed full of dirty old saucepans, old takeaway leaflets, pens, sellotapes, elastic bands, etc. And there were some large dusty boxes full of old pillows and duvets under our beds.

We called Felicity J Lord who promised the flat would be cleaned and the items removed immediately, but heard nothing from them in 3 days. When we managed to get hold of them again, we were told that actually they were not going to do anything to rectify the situation at all. They also added that we still had to leave the flat perfectly clean at the end of the tenancy, as it's in our contract to "leave it as we found it". I commented that the state we found it in was certainly not clean, but they said that the inventory clerk had told them it was clean so that was how we needed to leave it. So now, we have to fork out over Â£100 for a professional deep clean at the start AND the end of our tenancy. It is completely unjustified and unfair.

There is also a damp problem which needs to be sorted by the agency, but so far, as expected, they have done absolutely nothing. I have no idea how we are going to get this resolved as judging on my experience with them so far they certainly won't help us - they will just say they're going to and keep fobbing us off saying "we'll get back to you in a few days" then after we have waited they will tell us they are going to do nothing. I've only lived in the place two weeks and already feel like the situation is just completely hopeless.

Moral of the story - NEVER rent a place that is managed by Felicity J Lord. There are plenty of other properties on the market, and it is just not worth it.

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By : Customer Relations Manager

Sep 24, 2014

Hello, We're really sorry to hear about your experience. Please can you email the details to customercare@fjlord.co.uk and we will look in to this for you. Many thanks, Melanie Smith, Customer...

I am a landlady and have let ...

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1 Star Review

By : 'End_of_tether_landlady'
Services : Letting( As a Owner )
Rent PCM : £1675
Would you recommend ? : No
Postcode : SE1

Jul 31, 2014

People found this helpful1

I am a landlady and have let my property (unmanaged) through the FJLord Shad Thames office for 4 years now. This year will be the last year I can assure you. I am at the end of my tether with them. Their on boarding or new tenants is a complete shambles year after year. Nothing ever seems organised ... Read Full Review

End_of_tether_landlady said about Felicity J Lord

Services : Letting( As a Owner )Date: 31st Jul 2014

I am a landlady and have let my property (unmanaged) through the FJLord Shad Thames office for 4 years now. This year will be the last year I can assure you. I am at the end of my tether with them. Their on boarding or new tenants is a complete shambles year after year. Nothing ever seems organised . All the Confirmation of Marketing and AST paperwork etc is always done last minute . They have lost multiple sets of keys over the years, this year being another example. They never seem to have the right check-in and check-out reports available. Some of this may be down to the Inventory Companies they use but that shouldn't be my problem ! I always have to nag and push them to release the deposit for the last tenant. They seem to OK at arranging viewings for potential new tenants but other than that I am not happy with any of the rest of the service. The guys and gals who work there are nice but I just think they are either too busy or there just aren't processes in place to make this a simple streamlined / painless process. Seriously - how hard can it be !!

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By : Customer Relations Manager

Aug 1, 2014

Hello, We're really sorry to hear about your experience and the service you received. We would like the opportunity to look in to this for you and to rectify the situation. Please can you email full ...

A few weeks ago my ...

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1 Star Review

By : 'John'
Services : Letting( As a Tenant )
Would you recommend ? : No
Postcode : SE1

Feb 20, 2013

People found this helpful6

A few weeks ago my girlfriend and I where in a nice apartment thinking about moving, for financial reasons. We decided to have a look at a few places to see what was out there. On our first day of looking, we got a call from an agent from Felicity J Lord telling us of a place that has come on... Read Full Review

Comments (2)

John Creevy said about Felicity J Lord

Services : Letting( As a Tenant )Date: 20th Feb 2013

A few weeks ago my girlfriend and I where in a nice apartment thinking about moving, for financial reasons.
We decided to have a look at a few places to see what was out there.
On our first day of looking, we got a call from an agent from Felicity J Lord telling us of a place that has come on the market.
We went to view the place and (even though we had to view it in the dark as the key for the electricity was not there) we loved it and at the price, we knew that it wouldn't stay long on the market.
So, incredibly, on our first day of looking we found a place.
We signed an offer form, paid the Â£1000 to take it off the market, filled in all the forms and were told that our offer had been accepted.
We were told that the rest of the money (agency fees/ months rent et al) would be taken out of our account a week before we move in.
On a Thursday,6 days before we were to move, nothing was happening. I rang Felicity J Lord and was told that it was just a matter of paper work going through.
5 days before, a further phone call and the same reply.
2 days before we were due to move in, still no progress and on asking to see the property in the light of day we were told that the time that we suggested wasn't suitable and we would be called later IF another agent could show us.
We were getting worried.
3 phone calls that same day to Felicity J Lord before we got to talk to anyone and again we were told that all was ok, not to worry.
But we WERE worried, we had arranged for our tv & internet to be cancelled and also for a van to come for our things on Wednesday.
So after that phone call we decided the best thing to do would be to pay a visit in person.
Only because of this visit and our persistence on knowing what was happening were we told that the paperwork that was causing problems would mean that we could not move in until Friday.
When were they planning on telling us that over the phone?!!
We were then brought to see the place again and on pointing out the BIG HOLE in the door, the agent seemed a bit bemused when we asked if the landlord will fix it.
My girlfriend and I were both working on Friday so the agent assured us that we would have the keys dropped into our workplace and that for sure we would have the keys to our new place in our hands on Friday.
The next day I got a call saying that the place was taken off the market.
I am now in a position where the place we were supposed to move into is gone, the place where we live is going and my Â£1000 deposit (that I was told was returned to me) is still not in my account.
I don't think that HOMELESSNESS is a good advertisement for a letting agent but that is where my dealings with Felicity J Lord has left me.
Disgusted is a very strong word, but that is how we feel.
I will never deal with this agency again and if I wasn't spending all my energy in finding a solution to my current housing problems, I would spend ALL of my spare time telling people NEVER to deal with them.

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By : SparklyFairy

Feb 26, 2013

View all comments (2)

Hi, Could you tell me which branch this was? Only I'm looking to move myself, and am currently in negotiations with them. I'm sorry you've had such a rotten time of it, I hope you manage to...

[[EDIT ORIGINAL START]] We ...

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2 Star Review

Martina

By : 'cerebro24'
Services : Letting( As a Tenant )
Would you recommend ? : No

Nov 14, 2012

People found this helpful4

[[EDIT ORIGINAL START]] We are renting a property from this wonderfully avaricious estate agency at the moment. The property itself being widely overpriced is a fault of the greedy landlord, and a common occurrence in London, so not much to note there. However what is frustrating is the fact that... Read Full Review

cerebro24 said about Felicity J Lord

Services : Letting( As a Tenant )Date: 14th Nov 2012

[[EDIT ORIGINAL START]]
We are renting a property from this wonderfully avaricious estate agency at the moment. The property itself being widely overpriced is a fault of the greedy landlord, and a common occurrence in London, so not much to note there. However what is frustrating is the fact that Felicity J Lord have charged us exorbitant fees just to move in. "Tenancy agreement fee" of 150 pounds each. Plus VAT of course! They convinced the landlord to have a professional inventory carried out thereby costing us even more. All in all up to 300 pounds each in fees to move into an ex local authority flat. What did we get for these fees? Virtually nothing. They also lied through their teeth about various points such as repairs to be made to the flat. All in all I would recommend that everybody in London give Felicity J Lord a wide, wide berth from now on. Liars and money-grabbers who don't even have the added bonus of efficiency or professionalism. Do not trust Felicity J Lord.
[[EDIT ORIGINAL END]]

We are renting a property from this wonderfully avaricious estate agency at the moment. The property itself being widely overpriced is a fault of the greedy landlord, and a common occurrence in London, so not much to note there. However what is frustrating is the fact that Felicity J Lord have charged us exorbitant fees just to move in. "Tenancy agreement fee" of 150 pounds each. Plus VAT of course! They convinced the landlord to have a professional inventory carried out thereby costing us even more. All in all up to 300 pounds each in fees to move into an ex local authority flat. What did we get for these fees? Virtually nothing. They also lied through their teeth about various points such as repairs to be made to the flat. All in all I would recommend that everybody in London give Felicity J Lord a wide, wide berth from now on. Do not trust Felicity J Lord.

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1 Star Review

By : 'Tor'
Services : Letting( As a Tenant )
Would you recommend ? : No

Nov 18, 2010

People found this helpful3

No concept of customer service. Rude and aggressive. Don't care if your property has no heating and no hot water in the middle of March. Can't keep track of payments. I am writing this sat in my apartment for the last time. Tomorrow is my moving out day. My stomach goes sour when I reflect back... Read Full Review

Tor Erik Linnerud said about Felicity J Lord

Services : Letting( As a Tenant )Date: 18th Nov 2010

No concept of customer service. Rude and aggressive. Don't care if your property has no heating and no hot water in the middle of March. Can't keep track of payments.

I am writing this sat in my apartment for the last time. Tomorrow is my moving out day. My stomach goes sour when I reflect back on the encounters I have had with Felicity J Lord. But soon it will all be over.

When I moved in the fridge wasn't working. I took the over a month to get a replacement. Nothing happened unless I constantly chased them.

Whilst living without a fridge, we had an unexpected visit from a gas safety engineer, who turned the gas off due to a minor leak (Turns out the property's gas certificate was expired when we moved in). It took over a week to get the gas turned back on, so for a week during winter we had no heating, no hot water and no cooker. Felicity J Lord did nothing to remedy the situation. I personally had to coordinate the building manager and the gas services company myself to get it fixed.

Their so called "Property Management" is the worst part of Felicity J Lord. Having spoken to the same person several times a day for over a week, they will pretend they don't recognise you when you call back having spoken to them 5 minutes earlier. They will hang up on you if you push them for a concrete answer. If you ask them to call you back they say "Of course" and never call you back. This happened so many times that I lost count.

If you complain about their lack of attention, they will explain that they have so many customers, how can I possibly expect them to remember who I am or what my problem is. The mumbling sentence they use when they pick up the phone really sums it up: "What is your problem?"

Had a number of other minor incidents which just went to illustrate how extremely uncooperative they are about even the smallest little thing.

I invoked the break clause in my contract at my earliest opportunity, not because I disliked the apartment, but because I could no longer deal with such an unprofessional, rude and incompetent company.

Avoid at all costs.

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By : Customer Relations Manager

Nov 23, 2010